The Impact of ISO 9001:2015 Implementation on the Financial Performance and Service Quality of Bank Syariah Indonesia
DOI:
https://doi.org/10.13135/2421-2172/13110Keywords:
ISO 9001:2015, financial performance, service quality, CARTER, Bank Syariah IndonesiaAbstract
This study analyzes the impact of implementing the ISO 9001:2015 Quality Management System on the financial performance and service quality of PT Bank Syariah Indonesia Tbk (BSI) from the customers’ perspective. A quantitative approach was employed using the Structural Equation Modeling-Partial Least Squares (SEM-PLS) method. Data were collected through questionnaires distributed to BSI customers to assess their perceptions of ISO implementation, financial performance, and service quality using the CARTER model. The results show that implementing ISO 9001:2015 has a positive and significant effect on financial performance. However, its effect on service quality is positive but not significant. This indicates that although the standard improves efficiency and resource management, it has not directly enhanced customers’ perceptions of service quality. These findings underscore the importance of organizational commitment and employee engagement to ensure that ISO implementation is tangibly experienced by customers.
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